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Customer Service

Mission Statement: 100% Customer Satisfaction 100% of the Time

We are passionate about our work and we love bringing joy to each one of our customers through the connection we provide to their history. Delivering friendly and attentive customer service is as important to us as creating the absolute highest quality products.

Our mission is to help our customers achieve the best overall buying experience and we are committed to putting in every effort to make this happen. You can trust us with your lineage.  

Shipping

We ship all of our packages through UPS and USPS with all tracking information emailed to your personal email account once shipped.

All orders are custom made by hand with old world craftsmanship using only the finest quality materials. We take great care in packaging our products and delivering them to your door.

We want you to be thrilled with the result, so we do not rush the process of researching your comprehensive family heritage and coat of arms. Additionally, we thoroughly inspect all packages for quality control as we are committed to ensuring they arrive in excellent condition. As such, please expect the following delivery times:

Delivery Times After Payment is Completed:

Coat of Arms: 8-10 weeks
Armor: 8-10 weeks
Jewelry:  6 weeks after final approval of design by customer
Framed Items: 2-4 weeks

Please note: Framed items delivered outside the US will ship via USPS priority mail and may require an additional fee, depending on the destination country. 

Cancellation Policy

Cancellations will only be accepted in writing. All cancellations must be made within 14 days of ordering. As our products are individually crafted, cancellations made after the 14-day period are not eligible for a refund.

Please note: All rings come with a one-year warranty; however, normal wear and tear is not covered under this policy. Upon receipt of your ring, any imperfections present must be communicated to us in a timely manner so we can repair your item at no cost to you.

All of our silver rings are guaranteed to be pure silver and are hallmarked accordingly. We will resize your ring at no charge within 30 days. However, damage to your ring due to resizing outside of My Lineage will void your warranty.

After the 30-day period, we will resize your ring for an additional $30.00 charge. Please note that any resize or repair work done to the ring outside our factory will void the warranty. 

Return Policy

We are confident that your order will be received on time, undamaged, and will surpass your expectations. If you are in any way dissatisfied with the condition or workmanship of your order, you can return it to us for a full refund within 28 days of delivery. My Lineage stands behind all of our products and we promise to correct your order if it does not arrive according to your expectations. Simply call customer service within 48 hours of receipt to report any issues and we will gladly take care of it for you.

Damaged Deliveries

Upon delivery, please inspect your items carefully. If the item received is damaged, please notify our customer service department at 1-800-868-9405 within 48 hours of delivery. You must hold the original packaging, merchandise, and packing slip for inspection by the carrier; otherwise, we will not be able to honor a claim or replacement.

We will send you a return label to expedite the process and get your package fixed right away. 

Order Errors

Unfortunately, mistakes occasionally happen. If you receive your package and it is incorrect due to an error on our behalf, we will gladly prioritize taking care of the issue to your satisfaction. Our goal is to give our customers exactly what they were promised, and we will go to great lengths to correct any errors and ensure you are satisfied with the outcome. 

Questions and Comments

We enjoy receiving all kinds of feedback from our customers. If you have additional questions or comments, please share them with us at 1-800-868-9405 or info@mylineage.com.

Our products are intended for decorative purposes only and should not be misused.

Contact Us

We are committed to surpassing our customers’ expectations by creating long lasting relationships through attentive customer service. We deliver the finest custom crafted family coats of arms, family crests, heritage shields and swords to treasure for generations to come!

We offer preferred pricing to military service members, veterans, and their families.
Please contact us below for more information.

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